ServiceNow Technical Consultant

CHRLY Belgium; Brussel Hoofdstad; On-site; EUR 65,000 - 95,000; Full time

Job summary

CHRLY Belgium is seeking a ServiceNow Technical Consultant / Application Developer to design, configure and deliver scalable ServiceNow solutions across ITSM, CSM, Facilities and Workplace domains. You will translate operational requirements into robust platform components and work across workshops, development, testing and deployment phases.

You will lead the creation of Catalog items, workflows, dashboards and integrations, while applying best practices and collaborating with customers and

Qualifications

• Experience configuring and developing on the ServiceNow platform.
• Hands-on experience with ITSM and CSM on ServiceNow.
• Experience with Flow Designer, catalog, and automation.
• Experience creating Record Producers, Variable Sets, notifications, reports and dashboards.
• Experience with Service Portal and UI Builder.
• Experience with Import Sets and Transform Maps.
• Understanding of CMDB, CSDM, and reconciliation concepts.
• Ability to work with customers and deliver workshops or training.

Responsibilities

• Analyse requirements and translate into maintainable ServiceNow solutions.
• Design, configure and develop applications, workflows and components.
• Configure forms, tables, business rules, client scripts, UI policies and data policies.
• Develop Flow Designer workflows, subflows and approvals.
• Create and enhance Service Catalog items, Record Producers and request fulfilment workflows.
• Develop experiences using Service Portal and UI Builder.
• Support ITSM, CSM and Facilities Service Delivery configurations.
• Troubleshoot platform issues and provide technical support across multiple applications.

Skills

ServiceNow scripting

Flow Designer

IntegrationHub

REST and SOAP

Service Portal

UI Builder

CMDB Health

CSDM

Tools

MID Server

Import Sets

Transform Maps

Glide APIs

Job description

ServiceNow Technical Consultant / Application Developer

ITSM, CSM, Facilities and Workplace Service Delivery

Role Overview

We are looking for an experienced ServiceNow Technical Consultant / Application Developer to design, configure and deliver scalable solutions across the ServiceNow platform.

The consultant will work with customers and internal stakeholders to translate operational requirements into effective ServiceNow solutions. The role combines hands-on development, functional analysis, integration work, solution design and platform optimisation.

The position has a strong focus on:

• IT Service Management
• Customer Service Management
• Facilities Service Management
• Workplace Service Delivery
• CMDB and Common Service Data Model
• Service Catalog and Request Management
• Platform integrations and automation
• Reporting, metrics and platform health

The successful candidate will contribute throughout the delivery lifecycle, from requirements workshops and solution design through configuration, development, testing, deployment, training and post-implementation support.

Key Responsibilities

ServiceNow Solution Design and Development

• Analyse business and operational requirements and translate them into maintainable ServiceNow solutions.
• Design, configure and develop applications, workflows and platform components.
• Configure forms, tables, business rules, client scripts, UI policies, data policies and access controls.
• Develop Flow Designer workflows, subflows, actions and automated approval processes.
• Create and enhance Service Catalog items, Record Producers, Variable Sets and request fulfilment workflows.
• Develop user experiences using Service Portal and UI Builder.
• Apply ServiceNow development standards and platform best practices.
• Participate in solution reviews and contribute to technical architecture decisions.

IT Service Management

• Configure and enhance ServiceNow ITSM processes, including:
• Change Enablement
• Request Management
• Knowledge Management
• Service Catalog
• Automate ITSM processes using Flow Designer and platform capabilities.
• Configure notifications, assignment rules, approvals, metrics, dashboards and reports.
• Support the implementation and continuous improvement of ITIL-aligned processes.

Customer Service Management

• Configure ServiceNow CSM applications and customer-service processes.
• Implement case management, case categories, assignment logic and escalation workflows.
• Configure customer and consumer portals, including pages, widgets, routing and redirection.
• Develop Record Producers and guided intake experiences.
• Integrate CSM with ITSM, CMDB, knowledge and external customer-service applications.
• Improve agent productivity through workspace configuration and process automation.

Facilities and Workplace Service Delivery

• Design and configure ServiceNow solutions supporting facilities and workplace operations.
• Configure workplace requests, facilities cases and employee service experiences.
• Implement workplace service catalogues and request fulfilment processes.
• Configure workflows for facilities-related incidents, maintenance requests and service enquiries.
• Support workplace reservation processes for rooms, desks, workspaces and related workplace resources.
• Configure workplace locations, spaces, buildings and associated service information.
• Support visitor, workplace and facilities service processes where included in the customer scope.
• Integrate workplace and facilities processes with ITSM, CSM, CMDB and external systems.
• Create dashboards and operational reports covering workplace requests, facilities cases, response times and service performance.
• Work with facilities teams, workplace managers and business stakeholders to improve the employee workplace experience.

CMDB and Data Foundation

• Support the design, implementation and optimisation of the ServiceNow CMDB.
• Apply Common Service Data Model principles to ServiceNow solutions.
• Configure identification and reconciliation rules.
• Monitor and improve CMDB Health.
• Analyse and resolve duplicate, incomplete or outdated configuration data.
• Support lifecycle and status mapping for configuration items.
• Establish data-quality controls and governance processes.
• Contribute to Discovery and automated population of the CMDB.

Integrations and Data Management

• Design and develop REST and SOAP integrations.
• Configure IntegrationHub spokes, connections and credentials.
• Support MID Server-based integrations.
• Work with ECC Queue processing where required.
• Create and maintain Import Sets, Transform Maps and scheduled imports.
• Implement data imports from Excel and other structured sources.
• Define error handling, logging, monitoring and reconciliation mechanisms.
• Contribute to integration standards and lifecycle controls.

Testing, Deployment and Platform Upgrades

• Prepare technical documentation and deployment instructions.
• Create and execute unit, system and regression tests.
• Use the Automated Test Framework to support repeatable testing.
• Manage development activities through update sets or the applicable deployment framework.
• Support ServiceNow family upgrades, impact assessments and regression testing.
• Identify technical debt and contribute to platform remediation activities.

Workshops, Training and Support

• Facilitate requirements-gathering and solution-design workshops.
• Explain technical options in a clear way to business and technical stakeholders.
• Deliver demonstrations, knowledge-transfer sessions and user training.
• Troubleshoot platform issues and provide technical support across multiple ServiceNow applications.
• Analyse incidents and recurring issues and recommend sustainable corrective actions.
• Support customers following implementation and assist with solution adoption.

Required Experience

• Professional experience configuring and developing solutions on the ServiceNow platform.
• Hands-on experience with ServiceNow ITSM and CSM.
• Experience with Service Catalog, Request Management, Flow Designer and platform automation.
• Experience creating Record Producers, Variable Sets, notifications, reports and dashboards.
• Experience with Service Portal and/or UI Builder.
• Experience working with Import Sets and Transform Maps.
• Understanding of CMDB, CSDM, identification and reconciliation concepts.
• Experience gathering requirements and translating them into technical solutions.
• Experience working directly with customers and delivering workshops or training.
• Ability to investigate platform issues and provide structured technical support.
• Familiarity with Agile delivery methods and controlled ServiceNow deployment practices.

Facilities and Workplace Experience

The candidate should have experience with, or strong knowledge of:

• ServiceNow Workplace Service Delivery
• Facilities service processes
• Workplace and facilities case management
• Workplace requests and service catalogues
• Room, desk or workspace reservation processes
• Workplace locations and space information
• Employee-facing portals and workplace experiences
• Facilities workflows, notifications, assignments and service-level tracking

Mandatory ServiceNow Certifications

• ServiceNow Certified System Administrator – CSA
• ServiceNow Certified Application Developer – CAD
• Certified Implementation Specialist – IT Service Management – CIS-ITSM
• Certified Implementation Specialist – Customer Service Management – CIS-CSM

Preferred Certifications

The following certifications or accreditations would be considered advantageous:

• CIS – Discovery
• CIS – Service Mapping
• CIS – Hardware Asset Management
• CIS – Software Asset Management
• CIS – Human Resources Service Delivery
• CIS – Security Incident Response
• ServiceNow certification or accreditation related to Workplace Service Delivery
• ServiceNow certification or accreditation related to Facilities Service Management
• CMDB or CSDM-related accreditation
• ITIL 4 Foundation
• ServiceNow Architecture Excellence programme
• ServiceNow Certified Technical Architect or active participation in the CTA programme

Technical Skills

• ServiceNow server-side and client-side scripting
• Business Rules
• Script Includes
• Client Scripts
• UI Policies and Data Policies
• Glide APIs
• Flow Designer
• IntegrationHub
• REST and SOAP web services
• MID Server
• Import Sets and Transform Maps
• Service Catalog
• Record Producers
• Service Portal
• UI Builder
• Automated Test Framework
• Performance Analytics
• Virtual Agent
• Reporting and dashboards
• CMDB Health
• Identification and Reconciliation Engine
• Common Service Data Model
• Strong analytical and problem-solving capabilities.
• Ability to translate business needs into practical technical solutions.
• Clear communication with technical and non-technical stakeholders.
• Customer-oriented and service-minded approach.
• Ability to work independently while contributing effectively to a delivery team.
• Strong documentation and knowledge-transfer skills.
• Ability to manage several priorities across customer environments.
• Commitment to ServiceNow best practices, maintainability and platform governance.
• Interest in developing towards senior consulting, solution architecture or technical architecture responsibilities.

Important message: if you do not have the Dutch and/or French language native, please do not apply. Thank you for your understanding.